Hermes customer service is an oxymoron and should be renamed Hermes lack of service. Here are a few instances of just how badly Hermes can perform on one consignment entrusted to them (1) I sent a parcel via Hermes and a few days later received an e mail telling me Unfortunately the contents of this parcel have become lost within our network. Quite how the contents could be lost unless someone ay Hermes decided to see what was inside the parcel. (2) The e mail also said if I require any further information please do not hesitate to contact us on the following number and press option 2. Did that and got a pre recorded message telling me that this number was no longer in use and gave a new number ( perhaps the number change had occurred in the one hour between receiving the e mail and making a call ) ( 3 ) Rang the new number pressed 2 and was asked did I want to speak to an agent, if so press 1. Did this and was immediately cut off, redialled a further 3 times all were just cut off. ( 4 ) Decided that perhaps live chat with Holly was the answer, silly me. Asked various details such s name e mail address etc was asked to enter 16 digit tracking number only to be told there was a problem with this delivery. Ok I thought, Holly will put me through to an agent but oh no just asked did i wish to track another parcel. I kept on entering I wanted to speak to a human and after repeatedly asking for 2 -3 minutes was asked if I would like someone to call me to which I said yes and provided my number. Was then told someone would call me shortly. Surprise, surprise no call received after 48 hours so I decided to escalate my problem and sent a polite e mail to :- Daniel Jackson Head of Customer Service Neither he nor any of his staff have yet been in touch so if the boss can't be bothered then why should the front line staff. ( 5 ) As I am actually out of pocket having refunded the e bay member who paid for the item I decided to phoning again managed to get an answer and was told to press 1 to speak to somebody or I could go on line. By now I knew on line would not work so I pressed 1 and joined the queue. Some 35 minutes later I actually got through to an agent and after some time getting her to actually understand just what my problem was she sent an e mail with a claim form and said she would hold on whilst I checked that I had received the form. I confirmed I had and she asked if she could help with anything else. I said no thanks and asked why, when they sent me an e mail at the beginning did they not attach the claim form as well. I have submitted the form and had a return e mail to confirm receipt so we will wait and see what happens next. Also just to cap it all when you phone you are charged 7p per minute, Nice little earner considering just how many complaint calls they must be getting